Troubleshooting

WhatsApp disconnected

Official Cloud API

1. Open Settings › Connections and check the connection status.
2. In your Meta Business account, check the WhatsApp account and number: are there restrictions, a quality warning or a missing payment method?
3. If Meta asks for action (business verification, policy review), complete it there.
4. Reconnect from Settings › Connections if needed, following the on-screen steps.

QR code

1. Check that the phone with that WhatsApp is on, connected to the internet and that WhatsApp is open and up to date.
2. On the phone, open Linked devices and see if the session is still there.
3. If not, generate a new QR code in Settings › Connections and scan it again.
4. Frequent disconnections or a ban are risks of QR connections. For business-critical messaging, move to the official Cloud API (see Connect WhatsApp).

Template rejected

Meta reviews every template and decides. Common causes:

• Wrong category: promotional content submitted as utility.
• Variables: a variable at the very start or end of the text, variables next to each other, or no example values.
• Content: misleading or vague text, prohibited products, or requests for sensitive data.

Fix the issue, adjust the wording or category and submit a new template. Nobody can guarantee approval.

Messages not delivered

Check in order:

1. 24-hour window: on the Cloud API, a free-form message more than 24 hours after the customer's last message won't go out. Use an approved template.
2. The number: is it valid, in international format and on WhatsApp?
3. The recipient: they may have blocked you or opted out. Meta also limits how many marketing messages a person can receive from businesses.
4. Your account: connection active, Meta payment method valid, messaging limits and quality not restricted.
5. The broadcast details: open the broadcast and check the failed items and their reason.

The AI agent isn't answering

1. Is the agent assigned to the connection or sector the conversation came through?
2. Has a person from your team replied? The agent pauses when a person takes over.
3. Is the conversation assigned to a user instead of the agent?
4. Have you used up your plan's AI tokens for the month? Upgrade if you need more.
5. Do the instructions cover this situation? In automatic mode, if it isn't in the instructions, the agent doesn't do it.
6. Does it answer without using your documents? Check that the knowledge base document is active, has indexed chunks and is selected in the agent.
7. Does it say it can't do something? The tool may not be included in your plan (see the agent's Tools tab).

Automation didn't start

Check the status (active?), trigger, filters, cooldown, "ignore groups" and "ignore batch actions", and whether the event happened after activation. See Automations.

Contacting support

Message us or email contact@zapstro.com with: what you expected, what happened, the time, the connection or broadcast name and screenshots without sensitive data. Never send passwords, tokens or card details.